Working with Aston Barclay

National Buyer Services Manager

We are the leading national independent auction group, led by quality people, driving the future of the remarketing industry through leading results, innovation, investment, excellence in technology and exceptional service.

We are looking for a full time National Buyer Services Manager to join our busy Buyer Services team. The role can be based from any of our 6 centres with travel required.

Principle responsibilities:

  • Maintain & grow the existing buyer base.
  • Provide exceptional levels of Customer Service.
  • Manage the buyer tier movements mitigating risk and maximising opportunity.
  • Produce timely & accurate reporting.

Duties include:

  • Identify and generate new buyer prospects via all channels, including social media.
  • Organise and conduct effective calls and meetings with new and existing buyers with an aim to encourage purchasing and explore all sales opportunities.
  • Build strong relationships with a portfolio of 150 buyers. Be fully accountable for driving “customer excellence” service levels with an aim to increasing purchase activity and identify all sales opportunities
  • Allocate new buyers to the portfolio where buyers have over 75+ vehicles on their forecourt.
  • Complete allocated call campaigns communicating effectively
  • Organise & attend buyer blitz days.
  • Complete buyer tiering call campaigns to the buyers who are due to upgrade or downgrade, mitigating risk and communicating benefits effectively
  • Manage and facilitate buyer fee trials to maximise opportunity and mitigate risk.
  • Review and action external stakeholder feedback regarding buyer attendance/performance.
  • Obtain feedback from customers and share with the wider team, to enable learning and improvements.
  • Plan, implement and manage specific focus areas or campaigns for the Buyer Services Team.
  • Respond to queries via email & over the telephone, providing exceptional customer service every time.
  • Work closely with internal stakeholders to ensure the delivery of client SLA and KPI’s are being met across the Buyer Services team.
  • Provide support for buyers where they require – how to use the website/app functions and performing website login resets for users as needed.
  • Manage customer complaints effectively & be a point of escalation for issue resolution.
  • Take responsibility for enhancing the customers overall experience
  • Support the continuous improvement plan by communicating ideas and suggestions in team meetings and 1-2-1’s.
  • Manage new customer implementation & the on-boarding process.

Skills/Experience:

  • Proven experience of field-based role within a similar environment.
  • Experience within the industry.
  • Must be able to demonstrate recent successes of meeting and exceeding targets.
  • Ability to provide exceptional levels of customer service at all times.
  • The ability to work autonomously and as part of a team.
  • Organisation and time management skills, be able to work at pace.
  • The ability to effectively present information and negotiate at all levels.
  • Able & willing to travel.
  • Full UK Driving License.

40 hours per week, Monday to Friday


Registered Address

Units 1 & 2 Harvard Way
Normanton Industrial Estate
Normanton
West Yorkshire
WF6 1FL

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